Head of Customer Success

GRS Fleet Telematics; Southampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A telematics solutions company in Southampton is seeking a Customer Success Manager to lead its customer success function. You will develop strategies to ensure clients achieve maximum value from their investment. Responsibilities include building a team, managing onboarding processes, and analyzing customer health metrics. The ideal candidate has over 5 years of relevant experience and a strong track record in customer success. This role offers a competitive salary and equity in the company.

Benefits

Competitive salary plus equity

Opportunity to build a critical function

Work with cutting-edge technology

Direct impact on business growth

Qualifications

• 5+ years of customer success or account management experience.
• Proven track record of building customer success functions.
• Strong analytical skills related to customer success metrics.

Responsibilities

• Develop and execute the customer success strategy.
• Build and lead a high-performing customer success team.
• Own customer onboarding and expansion processes.

Skills

Customer success management

Team leadership

Excellent communication

Analytical skills

Education

Bachelor's degree in business or related field

Tools

CRM platforms

Customer success platforms

Job description

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Lead our customer success function and ensure our clients achieve maximum value from their GRS Guardian telematics investment. Drive customer retention, expansion, and advocacy as we scale.

Key Responsibilities:

• Develop and execute customer success strategy and processes
• Build and lead a high-performing customer success team
• Own customer onboarding, adoption, and expansion processes
• Monitor customer health metrics and proactively address churn risks
• Collaborate with sales team on account expansion opportunities
• Develop customer training programs and success resources
• Manage escalations and coordinate with recovery agents for theft incidents
• Drive product feedback loop with development team
• Establish customer advisory board and advocacy programs

Requirements:

• 5+ years customer success or account management experience, preferably in SaaS/technology
• Proven track record of building customer success functions from scratch
• Experience with telematics, fleet management, or automotive industry preferred
• Strong analytical skills and experience with customer success metrics
• Excellent leadership and team-building capabilities
• Outstanding communication and presentation skills
• Experience with CRM and customer success platforms
• Bachelor's degree in business or related field

What We Offer:

• Competitive salary plus equity in a fast-growing company
• Opportunity to build and lead a critical function
• Work with cutting-edge telematics technology
• Direct impact on business growth and customer satisfaction